Directly to the vendor
Your inquiry lands with the product owner, not in a hotline. No ticket roulette, no script answers, no escalation chain of four people.
Direct support from the vendor.
ewws is developed and maintained in Switzerland. You write to the vendor, not to a ticket system without an address. Here you read how we respond, how fast, and when the FAQ and documentation are the faster way.
How we understand support
Three principles that carry every inquiry.
Instead of nested escalation levels with anonymous first-level staff, ewws has a short, direct path to the person responsible. We keep these three promises bindingly.
Clear response windows
Every inquiry receives a first response within the working-day windows named below, staggered by severity. The response means a first assessment and a solution path, not necessarily the final fix; complex cases we discuss transparently.
Swiss law and Swiss language
Support runs in German, French or Italian. Contracts, data protection and invoicing are subject to Swiss law. No follow-up questions from foreign time zones.
Severity and response time
Clear levels, clear expectations.
So that you know what you get, we classify every inquiry into one of three levels. You can state the severity in the inquiry yourself. We can adjust levels together when the area of impact changes.
Emergency (production is down)
First response: at the latest on the next working day
ewws server not reachable, accounting cannot post, the payroll run blocked on the deadline, the GeBüV audit trail breaks. E-mail with the subject EMERGENCY and tenant name. On receipt before 12:00, we get back to you the same working day with a first containment, otherwise on the next working day.
Normal (function impaired)
First response: within 3 working days
A module delivers wrong values, an evaluation is missing, an import breaks off. You keep working, but not as planned. First response within three working days with a solution path, a workaround or a realistic time estimate for the fix.
Question or request
First response: within 7 working days
A usage question, training need, feature request or customization request. We take every question seriously and respond within seven working days. Requests are added to our roadmap, provided they can be transferred to the Swiss market.
How to reach us
Two binding ways, no hotline maze.
We prefer written channels because they stay traceable and create a clean audit trail. For emergencies within business hours, the e-mail inbox is enough.
E-mail directly
Write directly to the product owner with subject, tenant and severity. An attachment with logs, screenshot or dump is welcome.
Contact form
If you have no e-mail client at hand, use the contact form. We also respond by e-mail to the stored address.
Self-help first
Three resources that clarify many questions in advance.
Before you open a support inquiry, it is often worth a look at the FAQ, standards overview or migration path. These three pages are at the same language level as this support page.
Frequently asked questions
Thirty of the most common questions on editions, Mac, iOS, migration, fiduciary, data sovereignty and cloud are answered there.
Swiss standards
Swissdec, ISO 20022, QR-bill, GeBüV, ESTV VAT, eBill and nDSG: what is included at the core and where you find it in the product.
Migration from Bexio, Topal, Abacus
A structured migration path with data audit, mapping, parallel operation, deadline and cutover. Including an effort estimate per source system.
Fiduciary offices
Fiduciary partners have an additional way.
If you are served as an end customer by a fiduciary office, the first escalation typically runs via your fiduciary. The fiduciary office has a direct line to us and resolves most client inquiries without a detour. In the event of productive bottlenecks, the way is still open: write to us in parallel, we coordinate with the fiduciary office.